Customer Experience Lead | Digital Infrastructure

Customer Experience Lead - Service Design

Permanent

Theale/Home - 3 days a week in the office

We're looking for an experienced Customer Experience Lead to shape and improve end-to-end customer journeys within a fast-moving digital infrastructure environment.

This is a strategic role focused on designing exceptional customer experiences, improving operational effectiveness, and ensuring customer insight drives business decisions.

• Design and improve customer journeys across the full lifecycle, from lead generation through delivery, support, retention and advocacy
• Create customer journey maps and service blueprints to align teams around better experiences
• Develop Voice of Customer capability and turn insight into measurable improvements
• Partner with Sales, Marketing, Product, Delivery, Operations and IT to optimise customer interactions
• Lead workshops with senior stakeholders and drive customer-focused change
• Establish customer experience standards, governance and continuous improvement practices

• Proven experience in Customer Experience, Service Design, Customer Strategy or Customer Operations
• Strong background designing end-to-end B2B customer journeys
• Experience with service blueprinting, journey mapping and customer insight programmes
• Excellent stakeholder management and executive communication skills
• Commercial mindset with the ability to connect customer experience to business outcomes
• Experience with in telecoms, technology, infrastructure or complex service environments preferred

If you're passionate about transforming customer experiences and influencing enterprise-wide change, we'd love to hear from you.